Grasslands Nursery Reviews 1,112

Bought some large bare root Thuja trees, paid for the pallet deliver. Lorry arrived with trees laying on the floor off the pallet, dry and dusty and one root ball had completely come off leaving the Thuja looking sad. I asked the driver why he had removed these from the pallet and he told me it is not his fault that they chose a lorry too small for the trees. I should have refused delivery knowing that these trees would be sure to suffer but I am not sure he would have accepted that. Instead I reported to Grasslands with photos. They gave me instructions 'Give the trees a good water and now that they have been planted they will be able to establish nicely'. Unfortunately the one tree without the root ball has not survived and a couple are just suffering. I have emailed with photos and was told I should have reported upon delivery (of course which I did). I emailed further with photos following progressive decline and death of the tree. I was told the cause was due to minor transplant failure! They offered me 30% discount on another tree which of course then I would have to pay for further pallet delivery, whether it would arrive on a pallet is another matter. Very disappointed with a very poor customer service. I have declined their offer and have taken this a step further.

Beautiful healthy tree. Arrived in good condition and has continued to thrive. The price was much better than other places (£50 versus £200-350). Good communication about delivery. Times to dispatch and arrival were very good. No problems at all.

Highly recommended. We were so happy with our first order that we re-ordered without hesitation. Healthy griselinia plants, great height (we ordered the 90cm ones and were very happy. These will become an established hedge in no time). Good price and quick delivery.

Ordered bare root beach to then be delivered privet. The beach turned up later than was hoping to go in, 46 out of 50 so 4 plants missing. All planted the same as hundreds of other trees and hedging at the house that have grown well. 2 out of the 46 have grown.
Customer service is terrible, I would expect a percentage not to survive but this success rate is incredibly poor! You are better of trying to grow from scratch yourself than purchasing from here

We live in London in a block of flats and we keep it tight eye on our finances. We needed some replacement hedging for which we’ve been quoted £110-£140 per plant. After a lot of research we chose Grasslands and are so pleased we did. Fantastic service. Really really helpful people. Half the price!!!!! Great website we could see what the sizes were without any problem. Super choice very clear explanations and great quality plants. We totally and highly recommend them.

Similar to many other customers who have expressed their dissatisfaction -
I purchased six plants in summer 2024 (I paid extra for the height of the plant as I wanted immediate privacy along my garden boundary)

Five of the six plants have settled and growing well in the same well fertilised and maintained soil . However one of the plants began to die within weeks of planting . I sought advice from Grasslands who advised to persevere with fertilisers etc .

One year on and despite due care and attention given to the plant, it remains dead although the other five that stand alongside it, in exactly the same soil, are growing well.

Having contacted Grasslands again , they are not willing to compensate !

Very disappointed with their response as it stands to reason that this plant out of the six that I bought was sold as sick and unhealthy and should be replaced . But to no avail!

I had a deeply disappointing first experience with Grasslands Nursery, and I feel compelled to share it so that others are fully informed before doing business with them.

After spotting an item that had appeared to have been discounted or incorrectly labelled in-store, I sought clarification from a member of staff on site who assured me it was the tree I was looking for and the price was correct. Based on this assurance, I proceeded with a delivery that I otherwise would not have needed, due to the other item we were purchasing, would fit in our car. Unfortunately, the item delivered was not what had been confirmed to me—and when I refused the delivery on that basis, I expected the company to take accountability, following a call with Customer Services on the drivers phone and following submitting images on site of the item tagged/reserved .

Despite the error originating from their own staff’s miscommunication and incorrect labelling, Grasslands then refused to refund the delivery cost, before agreeing to refund some. They offered only a 50% refund as a “gesture of goodwill”. This makes little sense and certainly isnt a gesture of goodwill, as the delivery wouldn’t have occurred if not for their mistake. The suggestion that the item was "accepted" is also incorrect—it was rejected and returned at the point of delivery.

Worse still was the prolonged back-and-forth communication, where I repeatedly had to explain the same issue and push for clarity on who was actually handling the complaint. I asked several times to escalate the matter and was told different things at different times about who the manager was, with very little accountability or transparency throughout. Often replies would come a matter of minutes before they would close, and the team answering the phone lines would advise I wait for a response via email from a manager.

The lack of ownership over the mistake, the inadequate resolution, and the drawn-out, evasive communication has left me incredibly frustrated. Mistakes happen—but how a company handles them reveals their true values. In this case, Grasslands fell far short.

I would strongly caution others to think twice—especially if customer service matters to you, or those seeking assurances that the items they pay delivery for, is in fact what will be delivered on the day.

Edit as unable to reply - the clarity provided by Paul is misleading.
We were missold the product due to the incorrect labelling (which clarity was attempt due to the difference in pricing) and had no way of knowing otherwise until delivery. We have not asked for them to deliver the higher valued item or honour this, only to refund the delivery charge in full as a result of their error - goodwill isn't making the customer liable for 50% of the costs involved in your companies error. Believing you have been fair and reasonable based on your own policy, should highlight a need to address the issues with your policies.
It's clearer since reading other reviews, it isn't the first time Grasslands have delivered a different item to what the Customer is lead to believe they havs purchased which reinforces this.

Very happy with my tree fern. Was bigger than the height they said it was. So extra bonus for me. Lovely thick trunk. Already can see some tree fronds starting to come out of the stump. Have been watering 3 times a day and given it some tree fern feed. Looking forward to seeing the fronds sprout out and grow

I ordered bare root beech hedging in Autumn
An experienced gardener planted and spaced them appropriately.
Bone meal and compost was used and appropriate water supplied I. Ideal conditions given.
Not one plant has grown.
Contacted Grasslands and asked them to replace plants.
Reply given was they do not offer guarantees or replacement plants.
Poor attitude, poor customer service.
Will never use again.

Rip offs sent nothing like I ordered refuse to except a return at my own cost. Be very aware 🤬🤬🤬🤬🤬🤬

Fast delivery - exceptional well packed - nice healthy plants

Great communication about the delivery, prompt delivery, great plants. Thank you.

Good communication, lovely healthy plants and excellent packaging. Highly recommend

I ordered 14 Cherry Laurels on a Saturday, and they were delivered 5 days later. All as described and true to size. Excellent service and at a good price. Will definitely use Grasslands Nursery again.

Excellent trees, generous sizing. Reasonable prices. Quick and free delivery. Thank you!

Excellent Nursery to order your plants from. I ordered my fruit tree online, which was easy, and the delivery was quick. The tree was healthy-looking and already starting to blossom. I am looking forward to having nice cherries this summer. I was always updated with the delivery, and the service was great. I would recommend Grassland Nursery for good quality plants.

Still waiting for plants ordered and shown as in stock 10 days later. Ordered from other nurseries on the same day and all these have been delivered. No useful communication from the company and after all the website tells you they have 35 horticulturists I guess to look after the plants, sadly no one to look after the customer.

The birch trees came to me in good condition and were delivered on time for my Gardner to put them in the ground. Happy to recommend the company.

The pyracantha we collected was full of yellow leaves - this was a sign of an unhealthy plant

Large healthy plant and very well packaged. Arrived in excellent condition.